Complaints
This profile includes complaints for Pyramid Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent my mother $50.00 on the 2nd of November 2024 the funds were taken from my account and never posted to my mother's account. We contacted her bank, and they stated that the funds were never received. I went into PFCU and explained what was going on they gave me a form to file a claim. A few days later I received a call from the bank confirming they had received my form and would submit it but to not expect a refund "I have submitted over 60 claims and never issued a refund". I spoke with Zelle and they state that my bank should have issued me a temporary credit. Today I called to check the status, and I was told that they confirmed with my mother's bank that the funds were received. I asked for proof, and they state that they cannot provide proof or anything in writing. There should be some paper trail that can help me resolve the issue.
Business Response
Date: 12/20/2024
We are in receipt of complaint ID 22678921 alleging that a Zelle deposit was not received.
Upon review, Bank of America confirmed the funds were deposited on 11/4 to an account with the same name and account number as listed by the member who sent the transaction and filed the complaint.
Bank of America will not provide information to us on the account (no financial institution will provide another institution such information).
We have provided the complainant with documentation that we have, stating the deposit was received by the intended party on 11/4 and the account it posted to was the same name and account number that was originated by the sender.
We also contacted the complainant to get more information and let her know it was posted to the name and account number she sent it to.
This should resolve this issue. Please let us know if you need any further information.
Ray Lancaster
Pyramid FCU
Customer Answer
Date: 12/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22678921, the bank sent me documents to take to the other bank proving the transaction was completed. I consider this complaint resolved.
Regards,
Ethel Nunez
Initial Complaint
Date:02/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ZELLE payment to Pyramid Federal Credit Union- On Feb 24th 2023, my father sent me an advance on my pay for completing paperwork tasks for his independent therapy practice. I assumed that because I have previously received money into my account from a ZELLE payment, that there were no issues. On Feb 25th 2023, automatic payments for bills were processed; bringing my account balance to just shy of $3. This was alarming to me because the money should have been deposited with no issues. I called the Pyramid Federal Credit Union customer service number to check on the status of my money. The representative that I spoke to at Pyramid Federal Credit Union ( here after referred to as PFCU) was rude and dismissive. She did not ask for any of my identification or attempt to resolve the issue. The PFCU representative was adamant there was nothing they could do, and that all complaints or issues should be addressed with ZELLE. According to her, they "cannot see any incoming transactions" and I would have to "take it up with ZELLE".--- I then called ZELLE customer service. After a few minutes of pressing buttons, I was able to reach a human representative for ZELLE who proceeded to take my information and look up my account. The ZELLE representative told me that there was nothing that ZELLE could do, and that any issues with transfers would certainly be a local bank or credit union issue. He apologized and encouraged me to take it up with my banking institution.--- This circular blame-game is disrespectful, unhelpful, and financially damaging to customers like me.--- This is not the first time I've had issues with PFCU when transferring money. About a year ago, a friend sent me a check and it sat in limbo for nearly two weeks. PFCU refused to take the hold off of the check until the sender and I physically went in to show them that the money had left his account.-- I will be closing my account with PFCU after this is resolved. You have lost my business and my trust.Business Response
Date: 03/16/2023
We received the complaint from our member regarding a Zelle transfer into her account and also, a complaint about poor member service. Our response to the complaint is below –
First of all, I would like to apologize for what she referred to as "exceptionally poor service". We pride ourselves on providing great service to our members even when in this case, there was a misunderstanding by the complainant in how the money transfer process works. We could have handled the matter better and will use it as a training moment for our employees and will improve how we handle future inquiries from our members.
Zelle is a money transfer feature that allows people to send funds to others in a manner that is quick and convenient. There are two ways to send funds through Zelle - using a credit/debit card (usually transfers within minutes) and using an ACH transfer (can take 2-3 business days). In this case, the funds were sent from a business (by an ACH transfer). We receive ACH transfers 4 times per day from the Federal Reserve and post the transactions when they are received. This particular transaction came from XXXXX Counseling through US Bank. Zelle does not notify us when a transaction is initiated (whether by card or by ACH) and our only notification comes when the transaction is received. Our member may have received other Zelle transactions through someone using a card and those transactions would have posted immediately versus receiving this transaction through ACH which takes a little longer as well. The business owner may not have realized that they had signed up to use Zelle as an ACH service. Zelle is also a new service for us and has only been available for two months.
The member's transfer was posted to their account when we received the funds - February 27th. Please contact me if you need any further information
Sincerely
*** ********* Pyramid FCU
520 795-7950
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